Glen Merryman

Said the following about Debbie Woods David Banks and Emma Goodwin:

“Debbie, Dave and Emma identified an issue with consistent delivery of QuEST (our internal service quality regime). Teams at some locations are fantastic, really understand the role they play and go well above and beyond expectations. Other teams were not maintaining the basics which was creating a negative experience for our customers. Debbie, Dave & Emma worked together to design a QuEST Station Handbook which includes details of actions that can be taken by station teams to improve overall scores.

Examples of details that Debbie, Dave and Emma included were shortened links to the passengers charter and conditions of travel which enables ticket office teams to print copies for customers. In order to check knowledge that teams have gained from the first section of the booklet, they included a quiz which station managers can ask their teams to complete to check their QuEST knowledge.

For Debbie, Dave and Emma to not only proactively identify the need for this booklet but also write the detail, create the questions and print and distribute the booklets is fantastic. It shows their dedication to improve the station experience for our customers and their willingness to take accountability for improvements.

They have worked collaboratively with station managers to ensure that the format is going to work best for their teams and have planned how the booklets can be distributed. Debbie, Dave and Emma have shown real enthusiasm for a project which is based on a problem they have themselves identified.

It shows how proactive they are and the level of responsibility they have taken to drive improvements for our customers.“